Sr. Customer & Commercial Sales Operations Manager (industrial B2B exp req)

[HYBRID] Senior Manager – Customer & Sales Support Operations

Location: near Palatine, IL (One-hour NW of Chicago); WFH 2 days/week

Base Salary: $130,000-$150,000 + Annual Bonus Potential

Benefits: Medical, Dental, Vision, HSA, 401k, Holidays, PTO

Job Type: Full-Time

Typical Hours: M-F

Travel: 10% domestic

Start Date: ASAP

Sponsorship is not available

[HYBRID] Senior Manager – Customer & Sales Support Operations Description

Our client, a rapidly growing industrial manufacturer, is looking for a Senior Manager to join their Team in the Chicagoland area just outside of Palatine, IL. Overseeing their sales support and customer service team (10), you will play a critical role in ensuring the seamless application of both pre-sales and post-sales activities. With a recent acquisition and continued plans of scaling up, they are seeking a proactive leader committed to fostering a culture rooted in cross-functional collaboration and continuous improvement. Someone who is accustomed to working across supply chain and finance teams to build and integrate processes that streamline each cycle of the customer’s buying journey. You will work in lockstep with their sales team, finance, and logistics. So, if your experience has been leading customer service teams with more singular focus on customer experience, this would not be the right fit. However, if the depth of your experience has expanded beyond traditional customer service and you can easily speak to systems you have built from that ground up that have impacted order management, CRM usage, and data governance, this could be a perfect match.

[HYBRID] Senior Manager – Customer & Sales Support Operations Responsibilities

• Manage a team of 10 CSRs, ensuring accurate order entry and exceptional service

• Outline and maintain service standards for responsiveness and customer satisfaction

• Oversee and automate inventory programs for key customer accounts

• Own and enhance sales operations, including order-to-cash workflows and CRM usage

• Establish standard operating procedures and enhance customer reporting

• Act as a superuser for CRM, promoting best practices and ongoing improvements

• Partner with IT and Finance to ensure proper data governance across platforms

• Manage sales master data accuracy, including account relationships and classifications

• Oversee customer service integration for newly acquired businesses

• Ensure collaboration between business units for accurate pricing and solutions

• Develop meaningful KPIs to drive company and customer initiatives

[HYBRID] Senior Manager – Customer & Sales Support Operations Qualifications

• Bachelor’s degree required

• 10+ years of experience optimizing B2B customer service & sales support operations required

• 7+ years of experience people leadership experience required

• 4+ years of recent experience in manufacturing or industrial companies required

• Strong background optimizing order-to-cash (O2C) workflow required